How Does Customer Experience Affect Loyalty Behaviors?
Consumers are clearly attracted to loyalty programs, but what else can encourage loyalty behaviors? By examining feedback from 10,000 US consumers across 20 industries, XM Institute was able to identify a link between the quality of customers’ experiences and their propensity to engage in behaviors such as purchasing more from a company, recommending the company, forgiving a bad experience and trusting the company. When taking a look at loyalty behaviors by industry, companies in each of the 20 industries tracked can expect to see an increase in customer loyalty activities if they provide a good CX. However, based on the percentage point difference between loyalty behaviors after customers experience poor or good CX, some industries are particularly impacted. Read More: marketingcharts.com